The customer-for-life software suite
By Use Case
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A draft article is a work-in-progress article which is not complete enough to display to customers just yet. Drafts in a helpdesk also have two other additional purposes:
Some helpdesks allow agents to email their ticket replies to their knowledge base to convert it into a support article. These emailed articles will be saved as drafts so agents can tidy it up before publishing it.
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